What are the responsibilities and job description for the Call Center Manager, Technical Support (Tier 1/2) position at MA Staffing?

Our Client, A FinTech company inside the Financial Services industry is looking for a full time Call Center Manager to lead their team. This is a full time, onsite role (M-F, 8-6pm), based in Carrolton Texas. We will have interviews across the month of January, please reach out to Spencer Skinner (sskinner@mastaffing.com) for more details!

Our client seeks the following :

Manage a high volume technical support team. Inbound calls could be hardware / software, both technical and non-technical in nature. Each agent handles 50 inbound calls from customers per day.
Manage an indirect team of 50, on-shore agents. (All in Texas)
Manage tier 1 or 2 inbound technical troubleshooting for clients.
Lead and develop the management team to enhance performance by setting clear accountable performance measures
Identify, and Document strategic process improvements to ensure successful and efficient productivity
Execute schedules and plans based on volume trends and channels identifying and developing process and performance improvements
Update Senior Management on a timely basis regarding existing trends and issues
Develop teams within the call center to ensure the team is successful by meeting Key Performance Indicators (KPI) and goals set by the department
Onsite hours for this role are M-F, 8am-5pm. Hiring preference will be given to local candidates, no relocation assistance available.

You Will Need to Have :

Over 5 years of experience in a variety of customer service environments

Ability to build and support a diverse culture to drive innovation and business results

Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals

Ability to work collaboratively with various parties in obtaining and achieving common goals; demonstrated experience in team building through collaboration and open communication

Demonstrates excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment

Ability to inspire, implement and execute new process and procedures effectively

Strong interpersonal, organizational and follow-through skills

Highly flexible with a strong commitment to a deadline-oriented environment

Must be a self-starter, driven, assertive and have a positive attitude

Excellent verbal and written skills, including ability to write clearly, concisely, and logically

Ability to work well with all levels of management and staff

Strong knowledge of customer service best practices

Leadership and relationship development skills to effectively manage conflict situations

Clear a background and drug screen based on company policy.

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Call Center Manager, Technical Support (Tier 1/2)

What are the responsibilities and job description for the Call Center Manager, Technical Support (Tier 1/2) position at MA Staffing?

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